IT Service Desk Support Specialist

About this role

Roles & Responsibilities:

• Service Desk Operations

• Act as the first point of contact for all IT-related incidents, service requests, and inquiries raised via phone, email, or ticketing system

• Log, categorize, prioritize, and track all tickets in the ITSM tool in line with ITIL Incident and Request Management processes

• Ensure tickets are resolved or escalated within agreed SLA timelines

• Incident & Problem Management

• Perform first-level troubleshooting for hardware, software, network, and application issues

• Escalate unresolved incidents to Level 2/3 support or relevant technical teams with complete documentation

• Contribute to root cause analysis and problem management to reduce recurring incidents

• Change & Request Fulfillment

• Process standard service requests (access requests, password resets, software installations, equipment provisioning) per ITIL Request Fulfillment guidelines

• Support Change Management by documenting and coordinating minor/standard changes

• Communication & Reporting

• Draft clear, professional email correspondence in English for user updates, escalations, and management reporting

• Maintain end-user communication throughout the ticket lifecycle (acknowledgment, progress updates, resolution confirmation)

• Prepare daily/weekly service desk performance reports (ticket volume, SLA compliance, aging tickets)

• Knowledge & Documentation

• Maintain and update the knowledge base with troubleshooting guides and FAQs

• Document recurring issues and standard operating procedures (SOPs)

• Continuous Improvement

• Identify trends in recurring issues and recommend proactive solutions

• Support ITIL-aligned Service Improvement initiatives to enhance service desk efficiency
Key Skills:

• 5–8 years hands-on IT support/service desk experience

• Strong ITIL process knowledge (Incident, Request, Problem, Change Management)

• Excellent written English communication skills for professional email correspondence

• Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)
Strong customer service orientation and ability to work under SLA pressure
Requirements
Key Skills:

• 5–8 years hands-on IT support/service desk experience

• Strong ITIL process knowledge (Incident, Request, Problem, Change Management)

• Excellent written English communication skills for professional email correspondence

• Familiarity with ITSM tools (e.g., ServiceNow, ManageEngine)
Strong customer service orientation and ability to work under SLA pressure

Certification: ITIL Foundation (v3/v4) certified or equivalent working knowledge